Customer Service Best Practices for 2014

In an age of "all on" commerce, customer service needs to be exceptional 24/7. Consumer expectations are high, and they should be. With the evolution of mobile, tablets and social media over the last decade, retailers have many channels to reach their customers. In a lively Retail Online Integration webinar from this past Wednesday, Jeannie Walters, CEO and founder of 360Connext, revealed that, on average, a customer tells 11 people when they've had a good customer experience, but 28 people if they've had a poor customer experience. Below are some of the tips and tweets from the conversation. To learn more, download the free on-demand webinar here!

Listen to your #customer! 90% of customers say they are influenced by online reviews. #ROIWebinar

— Retail Online Integration (@RetailOnlineMag) March 5, 2014

57% of customers think the brand's customer service time should be the same on weekdays and weekends #ROIWebinar

— Retail Online Integration (@RetailOnlineMag) March 5, 2014

If customer is upset & you correct the problem, a customer will tell on avg. 11 people. Those annoyed w/ service tell an avg. of 28 ppl.

— Retail Online Integration (@RetailOnlineMag) March 5, 2014

Customer rage is growing. In 2 yrs, it's gone up 60% to 68%. It's telling where customer service is heading. Change is needed #ROIWebinar

— Retail Online Integration (@RetailOnlineMag) March 5, 2014

Tips for great #customerservice: Understand brand mission, communicate often, hire right, & listen. Know your customer's journey. @jeanniecw

— Retail Online Integration (@RetailOnlineMag) March 5, 2014